We are looking for a dedicated Customer Support Advisor to join rights & licensing agency on a temp-to-perm basis. This is an exciting opportunity for someone with a passion for customer service and digital products to provide first-line support, onboard new clients, and help improve the overall customer experience. If you excel at resolving customer issues and thrive in a fast-paced environment, this role is for you.
Key Responsibilities:
Deliver first-line product support by handling customer inquiries, troubleshooting, and resolving issues.
Communicate with customers about scheduled downtimes, system updates, and new product functionalities.
Escalate complex technical issues.
Provide product training, demos, and maintain training materials, such as FAQs and knowledge bases.
Assist with onboarding new customers and trial users, helping them fully utilise our digital products and convert to live users.
Host webinars and run training sessions to keep customers updated on new product features and enhancements.
Record all customer interactions in the Customer Management System (Zendesk) and provide feedback reports to product teams.
Monitor user behavior and suggest improvements to enhance the customer experience and support product development goals.
Collaborate with commercial teams to ensure that customer queries related to licenses are handled appropriately.
What we're looking for:
We are looking for someone who is proactive, customer-focused, and tech-savvy. You should have:
Proactive, customer-focused and tech-savvy
Excellent communication and organisational skills.
Problem-solving skills and the ability to prioritize tasks in a busy environment.
A customer-first mindset, with the flexibility to adapt to different client needs.
Strong analytical skills to gather and interpret customer feedback and product data.
Immediate start so apply now!
